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Desktop Support Analyst

Atlanta, GA
December 23, 2019

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Dedicated helpdesk and Technical support professional currently providing technical support in a 700+ user environment. Skilled analytical person able to communicate with users at all levels of technical proficiency.


●Customer service skill highly adept in systems analysis diagnostics and troubleshooting and conflict resolution.

●Strong, positive work ethic and adaptability, eager to continually acquire knowledge and implement newly acquired techniques.

●Effective organization skills and consistent energy; I can balance individual responsibilities along with collaborative tasks and work well under strenuous circumstances.

● Understanding of Networking concepts (LAN/WAN, Peer to Peer, VPN, Network Topologies).

●Exemplary professionalism, dependability, and time management; I work well under pressure and am capable of properly executing tasks with the utmost quality.



Windows (XP, Vista, 7, 8, and 10), Mac 0S, iOS, Android, Linux.


Microsoft Office 365 (2007,2010, 2013, 2016) Outlook, Exchange server, SCCM, Help Star Help Desk Software, ServiceNow, Spiceworks, Acronis SharePoint, Active Directory, BitLocker, Windows Firewall, VMware, Norton Antivirus and Malware, Symantec,AirWatch, Adobe Systems, IBM Maximo, Cisco Packet Tracer, Citrix, Active Directory, Oracle VirtualBox, IBM Control Desk, CICS, RSA, Windows Server 2008- 2012, Wireshark, Nmap and MBSA, Kali Linux, Ubuntu, Microsoft Azure and Cisco Meraki.


Desktops, Laptops, Mobile Devices, POS Systems, Printers, Routers and Switches.


ProCo LLC. Marietta, GA

IT Support Specialist, June 2019-October 2019

Provided technical assistance and support for incoming helpdesk tickets and issues related to telephone & computer systems, software, and hardware.

Writing training documents & training end users.

Installed, modify, and repair computer hardware and software systems.

Imaged & Deployed desktops/laptops using Acronis imaging software.

Supported Windows 7/10 Operating Systems and Microsoft Office 2007/2010

Modified users in Active Directory (OU’s, GPO’s, GG’s).

Resolved technical problems on LAN/WAN, and other systems.

Utilized Ticketing System (Spiceworks) to document PC issues

Supported Users on VPN Access and VOIP Phones

Installed/configured computer peripherals (Printers, Tablets, Devices).

Followed up with customers to ensure issue has been resolved.

Occasionally traveled to client’s location to install, repair or diagnose PC problems.

PowerMyLearning Inc. Atlanta, GA

Technical Support Associate, June 2017-Present

●Monitoring and upgrading Windows 7/10 Operating systems.

●Initiated Active directory to create a user account, unlocking accounts, and resetting passwords.

●Hardware installations and placements such as hard drives, memory cards, etc.

●Resolving technical difficulties via remote and personal support.

●Detecting and Diagnosing software and hardware malfunctions.

●Connecting peripherals and auxiliary equipment to the main computers and configured them appropriately.

●Setting up a workstation to Install and execute windows 7 to windows 10 migration.

●Refreshing Linux server to troubleshoot network issues during deployment

●Applied necessary patches and updates in a Linux environment

Amtrak Corp. Atlanta GA

Service desk Analyst, November 2018- March 2019

Providing Technical support through remote desktop to user group of over 11,000 employees.

Configuring and install software for end user’s desktop and laptop; Reset or Configure network accounts; Experience supporting CITRIX Receiver and VPN remote technologies.

Document end-user issues and service request using IBM Control Desk/SCCD ticketing systems; maintain 90% or higher ticket quality benchmark with documentation and ticket routing ability.

MS Office and Outlook 2007-2010 End-User support and troubleshooting.

Creating a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.

Follows up with other support staff involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

The Home Depot, Inc. Kennesaw, GA

Technical Support/Imaging Engineer, March 2018-November 2018

●Utilizing SCCM to deploy updates, applications, and image Windows 7/8/10 operating system.

●Supporting, Troubleshooting and installing Office 365 including Word, Excel, One note, Skype for Business, Outlook, Power point and Microsoft access.

●Troubleshooting and Upgrading various hardware devices such as desktops, laptops, and Mobile devices.

●Basic wireless network diagnosing and troubleshooting including Wi-Fi / Ethernet connectivity issues.

● Installing and Launching applications including BitLocker encryption and software applications.

●Configuring Android mobile devices using mobile device management which includes Wi-Fi set up, Air Watch enrollment and Modifying Security settings.



Lincoln College of Technology, Marietta, GA Completed 2016 - 2018

A.A.S Computer and Network Support Technology.

Southern New Hampshire University NH Currently Pursuing

BSc. Cybersecurity.

CompTIA Security + Certification Currently Pursuing.


U.S Army Fort Hood, TX

Infantryman, 2013 – 2015

Demonstrated Ability to complete the task in a rapidly changing stressful environment by employing best practices and employed in a challenging situation.

Operated and maintained communication and tracking equipment.

Served as an infantry team member of 10 personnel, while being cross trained in multiple positions.

Supervised a team of 3 military personnel and effectively trained with others.

Discharged Honorably in March 2015 with multiple Army Achievement Awards.

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